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  1. Jira Service Management Data Center
  2. JSDSERVER-6269

Inconsistency with how Jira notifications are sent to users treated as Customers when they are mentioned in a ticket

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    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Medium Medium
    • 5.17.0
    • 3.16.0, 5.4.20
    • Customer Notification
    • None

      Issue description

      When a Jira user is added as participant of a Service Desk request, this user should be treated as a customer and therefore should not be able to receive any Jira Core notification (notifications configured in the Notification Scheme, and meant for agent users).

      This behavior:

      There are 2 scenarios where the notification mechanism is not consistent:

      • Scenario 1: if a user is a participant of a Service Desk request and mentioned in an internal comment, this user won't receive a JIRA Core notification from this comment (expected behavior)
      • Scenario 2: if a user is both a participant and a watcher of the ticket and mentioned in an internal comment, then this user will receive a Jira Core notification from this comment (unexpected behavior)

      The inconsistency between these 2 scenarios does not seem to be intentional therefore is a bug.

      Expected behavior

      We would expected both scenarios to lead to the same result: in both cases, the user should not receive any notification from an internal comment, since this user should be treated as a customer.

      Therefore, the scenario 1 is correct (based on the design), but not the scenario 2.

              c8bcca445054 Benjamin Suess
              jrey Julien Rey
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                Created:
                Updated:
                Resolved: